Refund and Cancellation Policy

Policy statement and Aim

The Coco Ruby Bookings & Appointments policy explains how we manage initial consults and cancelled, missed or late appointments for our Plastic Surgeons, Cosmetic Injectors & Dermal clinicians.

This policy applies to all patients and clients who visit Coco Ruby Plastic Surgery & Coco Ruby Skin and Anti-Ageing.

New Patients

Surgical patients

New patients seeing a Plastic Surgeon will be required to pay a non refundable $300 deposit to secure their initial consult.

New patients with a current referral may be able to claim a rebate from Medicare for the initial consultation if there is a medical element to their procedure. Any additional appointments that may be required are at no charge for 12 months.  

Consults after the 12-month period will require a valid GP (General Practitioner) referral and will incur in a cost of $150 consultation fee which will be required at the time of booking.

Non-Surgical Patients

All new patients wishing to see an Injector or a Dermal clinician for treatment are required to book a consultation prior to any treatment being performed. A non refundable nor redeemable $100 consultation fee is required to be paid at the time of confirming appointment time/ date to secure the booking.

Returning non-surgical patients are required to pay a booking deposit to secure their appointment, which is redeemable on the day of service. This booking deposit will be added to patient account instantly and it is redeemable on day of service. Non-surgical booking deposits can be from $50 to $150, depending on the length of the requested appointment.

Coco Ruby Skin appointments cannot be booked more than 6 weeks in advance and a maximum of two future appointments can be booked at one time.

Post Surgical Patients

The first 3 post operative scar treatments are free of charge, no deposit is required to confirm appointment.  Additional scar treatments will incur a cost, a discounted package rates for surgical patients will be offered to the patient if required.

Appointment Bookings, Cancellation and Refunds

Our goal is to provide quality health care and dermal treatments to all our patients and clients in a timely manner. No-shows, late arrivals, and cancellations inconvenience not only our surgeons, injectors and clinicians, but our other patients as well.

If cancellation or rescheduling of an appointment is necessary, we require at least 72 hours’ notice. For patients or clients that need to cancel their appointment, they will need to phone the clinic during business hours. If necessary, they may leave a detailed voicemail message and we will return the call as soon as possible. SMS or email methods are not acceptable.

Consultation fees are non-refundable. However, if patient provides a minimum of 72 hours’ notice, consultation can be rescheduled to another date at no additional cost.

A cancellation is considered late when the appointment is cancelled less than 72 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In either case, we will charge the patient a cancellation fee of $300 for Surgical appointment and $100 for non-surgical appointment.

New patient appointments, a no show or late cancellation will result in a full charge of the initial consult fee and for patients receiving free scar treatments, the late cancellation or missed appointment will be deducted from the total number of sessions in their treatment plan.

Late Arrivals

Patients should aim to arrive on time to their appointment to ensure all patients are seen in a timely manner. Patients who arrive 10 minutes after their scheduled appointment time, may be asked to reschedule their appointment or be placed on a waiting list.

If patients arrive over 15 minutes late for their appointment and time has run out to complete the treatment, this will result in a cancellation fee and a requirement for deposit to secure a new appointment time.

Coco Ruby understand some things are outside of control, and we will do our best to accommodate late arrivals where possible.

Surgery Bookings, Cancellation and Refunds

We require a 20% deposit at the time of booking a surgery to secure your date. Your deposit is non-refundable. Should you choose to cancel your surgery for ‘change of mind’ following the deposit being paid, you will forfeit this amount in full.

We understand that unforeseen circumstances may occur and you may need to cancel or reschedule your surgery dates. Cancellation or rescheduling requests must be made at least 7 days prior to your surgery date. If you fail to provide notice of a cancellation, you will be charged a cancellation fee equal to 50% of the total surgeon’s fee. The remaining amount will be refunded directly to you via bank deposit.

In the event of a cancellation due to medical reasons, we will waive the cancellation fees and refund you on presentation of proper documentation.

Specialist Plastic Surgeons and ENT (Ear, Nose and Throat) Surgeon

With a wealth of experience and training, our Specialist Plastic and ENT (Ear, Nose and Throat) Surgeons are dedicated to best-practice patient care and education, customising Surgery for each and every patient to best meet their needs and desired surgical outcomes.

What to do next?

Our Patient Liaison Team can assist with any questions you may have when considering a procedure. You can send in an enquiry form below or call our Melbourne Clinic between 9 am – 5 pm Monday to Friday.

Phone 1300 599 990, Email us: or Book a FREE 15-minute Phone Chat with our Patient Liaison Manager or a Consultation with a Surgeon.

Disclaimer: Results depend on individual patient circumstances and can vary significantly. Results may also be impacted by a variety of factors including your lifestyle, weight, nutritional intake and overall health. Consult your Specialist Plastic Surgeon for details. This information is general in nature and is not intended to be medical advice nor does it constitute a doctor-patient relationship. Surgery risks and complications will be covered in detail during a consultation with your Surgeon.